Frequently Asked Questions
Below are answers to your most Frequently Asked Questions.
Please select one of the questions to jump to the answer.
Questions
Do you deliver outside of the UK?
I don't have a Paypal account, can I still buy items?
What are your delivery charges?
How do I know what size to order for my pet?
What if I need to return an item?
Ive been told my order has been dispatched but it hasn’t arrived. Meh!
How do I unsubscribe from the newsletter?
Will you share my details with anyone else?
What’s the name of the store exactly?
What if the item I have ordered is out of stock?
Do you deliver outside of the UK?
For items purchased via the website, postage is currently only available to the UK. However if you are from a country outside the UK please email us with details of the item(s) you wish to purchase, and we will calculate an individual delivery charge for you.
Is buying online safe?
Yes. Shopping at the Pixie Pets website is totally secure - we use the trusted name of PayPal to process our payments using their highly secure SSL pages and information encryption methods. All personal information that you submit is encrypted and secure. In addition any personal details we take from you will never be passed onto a third party, or used to send you information that you have not requested. No sir.
I don't have a Paypal account, can I still buy items?
Yes! If you don't have a Paypal account you can still buy items using a credit/debit card. As part of the buying process you will be given the option of either logging into an existing Paypal account, or entering your credit card details.
What are your delivery charges?
For details of our delivery charges and times, please see our delivery section.
How do I know what size to order for my pet?
Each pet needs to be measured individually to find out their size. Please refer to our buying guide for help with measuring your pet and choosing the correct size.
What if I need to return an item?
As per our guarantee, , being delighted with your Pixie Pets purchase is our top priority so if you need to return an item for whatever reason, please get in contact with us within 14 days of delivery. Any requests for exchanges or refunds after this time are at our discretion.
If the item is faulty, not what was ordered, or damaged in any way when you receive it from us, please contact us for your choice of a refund or a replacement at no cost to you! We will also reimburse you for the return postage cost- please use Recorded First Class Royal Mail post and keep the receipt as proof of postage.
If you have simply changed your mind, that's fine too - again just contact us within 14 days for a refund or exchange. Please note that the delivery costs of you returning any item to us are non-refundable in this instance, and returned item(s) must be in a re-saleable condition with original packaging please. If you have changed your mind and would like an exchange, if the exchange item is greater in price than the original we will charge you the difference, and similarly if the exchange item is lower in price than the original we will refund you the difference. It is up to you which method you choose to return items to us, but we strongly recommend that you obtain suitable cover against loss in transit when sending any item back -as we are not able to issue a refund or exchange until the return item is received by us at our Returns Dept. If anything’s not clear just drop us an email :)
If you choose to exchange an item because you have changed your mind (for example, you decide a different size is wanted to that ordered) we'll send out the first exchange item at no charge to you, but any subsequent exchanges (the 2nd or 3rd..!) unfortunately will have to incur delivery charges.
We ask you to please contact us for a RMA (Returned Merchandise Authorisation number) before returning any items to Customer Services, as items cannot be accepted into the Returns Department without it.
Ive been told my order has been dispatched but it hasn’t arrived. Meh!
Don't panic. All items are sent either Recorded Delivery or by first class Royal Mail post with a proof of postage. In the unlikely event that an item that you have ordered is not received by you within 14 days of the dispatch date, we'll send you a replacement item at no cost to you! However if the first item does subsequently arrive, please return it to us and we will reimburse your postage cost.
How do I unsubscribe from the newsletter?
If you no longer wish to receive the newsletter, send an email to info@pixiepets.co.uk with a subject of "Unsubscribe".
Will you share my details with anyone else?
We will never sell, lease or give your details to any third party, or e-mail you in the future unless you have given us your consent. We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We are committed to protecting your privacy, and we will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We will never collect sensitive information about you without your explicit consent. You can check the information that we hold about you by emailing us, if you find any inaccuracies we will delete or correct it promptly.
What’s the name of the store exactly??
Pixie Pets Ltd is based in the UK and we can be found at the web address www.pixiepets.co.uk. Some other names people may search for include: Pixies Pets, PixiesPets, PixiePets, Pixi Pet, PixiPet, Pixie Pet, PixiePet, Pixi Pets, PixiPets, Pixie's Pets... but we're just Pixie Pets!
What if the item I have ordered is out of stock?
On some items, or sizes of items, they may be shown as currently out of stock. You are still able to order these items, it just means that we do not have them to dispatch to you straight away. When you order an item which is out of stock, we'll email you to tell you when the expected dispatch date is. At this point you will be given the choice to continue with your order and wait a little bit, or have a refund if you decide you really can't hold on. If we don't hear from you 24hrs after informing you of the dispatch date, we'll assume you are happy to wait for the item to come in stock. If any problems occur however, of course please contact us
Where did I leave my keys?
Try the saucepan drawer.
